Customer Success Manager

Opportunity

As a Customer Success Manager (Junior), your primary goal is to ensure that customers continue to actively use the platform after onboarding, achieve consistent value, and remain retained over time.

You will be responsible for managing a large portfolio of single-store customers, driving regular usage, identifying early signs of drop-offs, and ensuring customers continue to engage with the platform effectively.

This role goes beyond support. It involves proactively monitoring customer behavior, driving adoption, resolving usage gaps, and contributing to customer retention and long-term value realization .

Responsibilities

- Be the primary point of contact for assigned customers after onboarding, ensuring a smooth transition from go-live to regular platform usage.
- Drive consistent product usage by monitoring customer activity, following up regularly, and ensuring customers continue to use the platform effectively in their day-to-day operations.
- Understand each customer’s basic business workflow and goals, and ensure they are able to derive ongoing value from the platform.
- Proactively identify early signs of risk such as low usage, reduced activity, or inactivity, and take necessary actions to re-engage customers.
- Work closely with the Onboarding and Support teams to resolve customer issues quickly and ensure continuity in usage.
- Ensure timely renewals by maintaining regular engagement with customers and addressing concerns before renewal cycles.
- Identify simple upsell opportunities within your portfolio, such as additional features or modules, and coordinate with the relevant teams to drive conversions.
- Capture customer feedback, recurring issues, and common feature requests, and share structured inputs with Product and Engineering teams.
- Maintain accurate records of customer interactions, usage patterns, and follow-ups in internal systems.
- Support initiatives to build customer advocacy by identifying satisfied customers for testimonials, referrals, and case studies.

What you can expect in the next 12 months

Within 1 month

- You should have built a strong understanding of the laundry/dry cleaning domain, the QDC product, and the customer success processes we follow.
- You will spend time at a live laundry store to understand real operational workflows and how customers use the product in day-to-day operations.
- You are expected to build strong internal alignment by interacting with cross-functional teams including onboarding, support, sales, and product to understand how different functions contribute to the customer journey.
- You should begin managing a small set of customers, focusing on monitoring usage, maintaining regular communication, and ensuring customers remain active on the platform.
- You will start supporting the renewal process by tracking upcoming renewals, understanding customer status, and coordinating with peers to ensure timely follow-ups.

Within 3 months

- You should be able to independently manage the assigned customer portfolio, ensuring regular engagement, consistent usage, and timely follow-ups, with minimal dependency on peers.
- You will actively identify and work on opportunities for account growth within your portfolio, such as additional feature adoption or basic upsell opportunities, in coordination with the relevant teams.
- You are expected to contribute to process improvements by identifying recurring issues, inefficiencies, and gaps in customer success workflows, and actively participating in discussions to refine and improve them.
- You should be able to independently handle a wide range of product-related queries and customer scenarios, resolving most issues without escalation.
- You will consistently track customer activity, engagement, and renewal timelines, and ensure that key milestones such as renewals, usage benchmarks, and follow-ups are achieved on time.
- You are expected to proactively identify and re-engage inactive or low-usage customers within your portfolio.

Within 6 months

- You should be independently managing your assigned customer portfolio, ensuring consistent product usage, high engagement levels, and timely renewals.
- You will define and work towards expansion targets for your portfolio, identifying opportunities to increase account value through feature adoption, additional modules, or account growth.
- You are expected to take ownership of specific initiatives to improve customer success processes, identify gaps, and drive improvements in onboarding-to-success transitions, usage tracking, or renewal workflows.
- You will provide structured and actionable feedback to Marketing, Sales, Support, Product, and Engineering teams based on customer interactions, recurring issues, and opportunities to improve product adoption and customer experience.
- You are expected to consistently meet retention and expansion targets defined for your portfolio.

Within 12 months

- You should be consistently delivering strong outcomes across your portfolio, including high retention, improved customer engagement, and achievement of expansion targets.
- You will take ownership of customer success performance metrics, track trends across your portfolio, and present insights and actionable recommendations to improve retention, usage, and growth.
- You are expected to lead key initiatives to improve customer success processes, including usage tracking, renewal management, and customer engagement strategies, driving measurable improvements.
- You will collaborate closely with cross-functional teams including Product, Engineering, Sales, Marketing, and Support to influence priorities based on customer insights and business impact.
- You will actively contribute to team growth by participating in hiring, mentoring junior team members, and sharing best practices to improve overall team performance.
- You may take ownership of a segment, a strategic set of accounts, or lead a small group of Customer Success Managers to drive consistent outcomes and scalability.

What an ideal candidate looks like

- You have 1–3 years of experience in a customer-facing role such as Customer Success, Account Management, Support, Onboarding, or Operations, with a strong focus on execution and follow-through.
- You are highly action-oriented and comfortable managing a large portfolio of customers, ensuring consistent engagement, follow-ups, and usage without losing track of priorities.
- You demonstrate strong problem-solving ability and take ownership of identifying issues in customer usage and driving them to resolution without constant supervision.
- You are able to quickly understand a software product, its workflows, and how it is used in real-world business scenarios, and can guide customers in a simple and structured manner.
- You are comfortable handling customers who may be unresponsive, confused, or resistant, and are able to push conversations forward while maintaining professionalism.
- You possess strong communication skills, with the ability to explain concepts clearly, listen actively, and maintain consistent and effective customer interactions.
- You are organized and process-driven, capable of managing multiple accounts simultaneously while tracking usage, renewals, and follow-ups in a structured way.
- You think in terms of outcomes and metrics, focusing on customer retention, active usage, and reduction in inactive accounts rather than just completing tasks.
- You are coachable, adaptable, and open to feedback, with a willingness to continuously improve both your performance and customer success processes.
- You are comfortable working in a fast-paced environment and can adapt to changing priorities and business needs.